%0 Book %E Looy, Bart van. %E Gemmel, Paul. %E Dierdonck, R. van %I Financial Times Prentice Hall %D 2003 %C Harlow, England %G English %@ 027367353X %@ 9780273673538 %T Services management : an integrated approach %7 2nd ed. %X "Over 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. This second edition provides a comprehensive insight into the service management industry and it's importance in today's economies. The book is based on three central strands of services management: customers, employees and operations. The final part of the book addresses the issue of performance management and service strategy. Based on a series of research workshops with academics and practitioners at the Service Management Centre, De Vlerick School of Management, University of Ghent, the authors have produced in-depth case studies and survey research to help students to develop a thorough understanding of the specific challenges and issues of service management today. This second edition is ideal for Service Management students within a Business or Tourism degree, but also of great interest to operations, management, marketing and general business students." -- Cover.